TITLE:
Sequencing Error Reduction Initiatives in Services
AUTHORS:
Rhonda L. Hensley, Joanne S. Utley
KEYWORDS:
Error Reduction Improvement, Sequencing Framework, Guttman Scaling, Service Efficiency, Water Systems
JOURNAL NAME:
Journal of Service Science and Management,
Vol.14 No.6,
December
29,
2021
ABSTRACT: This paper uses data from actual service systems to develop and illustrate a planning methodology for sequencing error reduction initiatives. The proposed methodology reflects three levels of error reduction planning: 1) system visualization, 2) process measurement, and 3) fault detection. Guttman scaling is used to order the error reduction initiatives and identify which systems utilized comprehensive error reduction plans. Analysis of efficiency data reveals that the systems that did comprehensive error reduction planning outperformed those that did not.